Known Issues
When you encounter any kind of unexpected application behavior, follow the measures described below. When none of the measures are successful, please contact the support team via the Industrial Asset Hub Service Desk
Application issues
| Description |
Measure |
|---|---|
| Application frozen or shows no or only partial content | Forcibly reload the entire application by using the shortcut key for your browser and operating system - Ctrl + F5 (Windows / Linux) - Cmd + Shift + R (IOS) - Option + Cmd + E (Safari) |
| Lists show a message banner about invalid asset data | Refer to User Interface - Asset data validation documentation chapter |
Asset Gateway issues
| Description |
Measure |
|---|---|
| Update of onboarded Asset Gateway needed e.g. changed proxies, but config file is lost. | Open and log in to your Edge Device. Open the Management page. Go to Application Volumes and cfg-data and download the gateway-config.json. Adapt the gateway-config.json file and continue with Update the Asset Gateway configuration. |
Asset list issues
| Description |
Measure |
|---|---|
| Asset list does not stop loading (spinner is shown) for an extended time | Reload the application using the reload button of the browser or the according keyboard shortcut. |
| Asset list does not show new assets after successful onboarding | Check for applied filters (filter symbol in column header). Reload the list by refreshing the web page. |
| Asset list does not show some information like Asset responsible or Last modified date after manually adding an asset | Reload the list by refreshing the web page. |
| Asset list is not automatically refreshed after changing Leading view | For performance reasons the asset list is not automatically refreshed. Reload the list manually by refreshing the web page. |
| Current Leading view is not automatically pre-selected in the leading view drop-down list | This is a known issue that will be addressed in a future update. |
Inbox/ Scan issues
| Description |
Measure |
|---|---|
| A device scan does not discover SNMP supported devices | The SNMP settings in IAH do not match with the configuration in the OT device. Go to the device configuration settings for the Asset Link SNMP App and update it with the required device SNMP credentials. Please view documentation for more details. |
| The scan via Default IP Scanner results in an empty list even when there are devices in the network | The Default IP Scanner needs Layer-2 access in the Edge device to respond with the device list. For detailed information, please visit the online documentation of Siemens Industrial Edge. |
| The scan via Default IP Scanner displays unknown devices which are not part of the network | If Layer-2 access is enabled in the Industrial Edge device and configured on the same subnet as the physical interface, the Layer-2 enabled containers are reachable via the physical interface and hence discovered in the scan. To avoid this, simply configure Layer-2 on a different subnet. For more information, please visit the online documentation of Siemens Industrial Edge. |
| The scan via Default IP Scanner takes a lot of time | The Default IP Scanner takes time for large ranges (e.g., >10,000 IPs) as it scans in batches of 1,000 with timeouts to avoid falsely triggering security/network intrusion detection systems. To speed up, scan in smaller ranges. |
| The scan via Asset Link SNMP with Credential Management takes more time. | The Asset Link SNMP takes time for larger IP range scans when configuring SNMP Settings and Credentials for Real Time Update. |
| Asset credentials become invalid after the asset IP address changes. | The asset for whose IP address is changed, the asset rediscovery using existing credentials would not be possible. This will be handled in upcoming releases. |
| Multiple SNMP versions with the same credential schema are not supported. | The same schema can not support multiple versions of snmp schema for credential update. This will be handled in upcoming releases. |
| The scan via Asset Link SNMP provides a different MAC address for an asset compared to Default IP scanner or another Asset Link | The Asset Link SNMP takes into account multiple potential configurations of a network device. Therefore, if the device provides a Bridge-MIB MAC address information, this value is taken instead of the MAC of the network interface. |
| Support for instances when gateway is updated for existing asset. | The updated of the gateway of the assets, would not update the existing instances. This will be handled in upcoming releases. The existing assets and instances can be deleted and created again in order to support new gateway. |
| Device not appearing in Inbox during passive scan. | If the single asset data exceeds 4 MB during a passive scan, the device will not be published and will not appear in the Inbox. |
Remote Connection issues
| Description |
Measure |
|---|---|
| The action item 'Remote Connections' is disabled and grayed out. | Establish a new remote connection. Once a connection is active, the 'Remote Connections' action is enabled. |
| A remote connection is established, but opening the device web page returns HTTP 400 (Bad Request). | Clear browser cookies for the domain or open the page in an incognito/private tab. |
| Failure reason is not visible in Remote Job Management. | Check the installed Asset Gateway version. Version 1.1.2 or higher is required to display the failure reason. |
| Web server file upload or download fails during remote connection. | The AWS ALB API Gateway timeout is currently 60 seconds. Reduce file size or retry with higher available bandwidth. |
| Remote connection fails for an asset with multiple discovered IP addresses. | Remote connection currently uses the first discovered IP address. Ensure that the first discovered IP is reachable from the Asset Gateway side. |
| Socket.IO application does not connect through remote connection. | Verify the asset endpoint is reachable on the selected HTTP/HTTPS port and that WebSocket upgrade requests are allowed by the asset web server configuration. |
| RPC requests fail through remote connection. | Verify the RPC endpoint path and protocol are exposed on the selected HTTP/HTTPS port and that the service accepts proxied requests from the remote connection URL. |
| ttyd terminal does not open or disconnects immediately. | Verify ttyd is running on the asset, bound to a reachable interface and port, and accessible through the selected HTTP/HTTPS connection type. |
| WinCC Unified RT web user interface opens through remote connection, but login to the widget page fails. | The current implementation of WinCC login server is hosted in local network only and is not available through the remote connection implementation. Support expected with a future release of WinCC RT. |
| Remote connection is not supported for devices outside the Asset Gateway subnet. | Use an asset IP that is reachable from the Asset Gateway network or adjust network routing to make the asset reachable. |
| Remote connection is not supported for asset web servers with hard-coded IP or host access constraints. | Remove hard-coded host restrictions or provide a configuration that accepts the remote connection entry URL. |
| Remote connection is not supported for asset web servers with insecure websocket. | The webserver should be able to switch to secure websocket connection, else the browser will block opening the webserver remotely. |